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Front Desk Agent

Posted November 14, 2022

The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel
Washington, DC
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About This Job

At the VEN, we believe our guests select the VEN because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

The VEN associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment; if you are ready for this challenge, then we are ready for you.

What will I be doing?

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs.  Make appropriate selection of rooms based on guest needs.  Code electronic keys.  Non-verbally confirm the room number and rate.  Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. 
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank.  Accept and record vouchers, traveler’s checks, and other forms of payment.  Convert foreign currency at current posted rates.  Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest.  Retrieve mail, small packages and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.  Remain calm and alert especially during emergency situations and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.

What are we looking for?

We believe the success in this role will demonstrate itself through the following attributes and skills:

  • We expect our associates to provide warm, friendly service with a genuine smile and pleasant attitude.
  • Our goal is to make each guest feel like they are a welcomed friend.
  • We look for team players who are willing to learn and who seek opportunities to grow.
  • Must have the ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. 
  • Ability to stand and move throughout front office and continuously perform essential job functions.  Ability to access and accurately input information using a moderately complex computer system.  Ability to observe and detect signs of emergency situations. 
  • Ability to establish and maintain effective working relationships with associates, customers and patrons.

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • Willing to work on shifts varies between the hours of 7am – 11pm every day of the year, including holidays.
  • Prior customer service and hospitality experience.
  • Knowledge of LightSpeed and GXP is a PLUS
  • Marriott experience preferred, but not required.

PERFORMANCE STANDARD:

Customer Satisfaction: 

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day. 

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: 

The safety and security of our guests and associates is of utmost importance to Crescent.  Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

What’s it like working for us?

At the VEN, our differences are what make us great. That's why we are dedicated to creating an environment that encourages open conversations about diversity, race, equity and inclusion. We stand out because we believe in our people. Through education, recruiting and promoting diverse talent, we can strengthen our culture and community.

About the hotel

The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel blends the neighborhood’s ambassadorial heritage with stylish and comfortable amenities. The Ven, Danish word for friend, welcomes guests to the hotel as we would welcome a friend to our home. The hotel is Scandinavian inspired. Our restaurant “Fred & Stilla” celebrates diplomacy by combining the Scandinavian word for its desired outcome—peace, or Fred— with a variation on the Scandinavian word for "style"— Stil becomes Stilla. At Fred & Stilla, we invite guests and travelers to connect with the world through the power of food. Our fare, like our space, is simple and modern—letting the natural beauty of globally inspired comfort foods shine through—but plated to impress.

Location

Our hotel is just steps from the Dupont Circle Metro stop and minutes from anywhere you want to be in DC, making our location the perfect home base for traveler’s weekend expedition.

NOTE:           

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this is a unionized position. Changes in description is subject to bargain with the union representative.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel

2015 Massachusetts Avenue NW
Washington, DC 20036

(202) 265-1600

231 Room Hotel

www.thevenembassyrow.com

Welcome to The Ven at Embassy Row

Open the door to Dupont Circle and beyond. To a gracious welcome that's worthy of our Embassy Row namesake and diplomatic neighbors. To service that's offered with flair and style in an environment that's always sophisticated, but never stuffy. Better yet, let us open the door for you.